The Difference Difference Makes

I often hear manager's I support say, in effect, "the new generation just doesn't get it." Those managers are usually my counterpart Boomers. And to be sure, in management ranks, we are of visibly decreasing numbers, but I don't think it's just fear of being outnumbered that generates the misunderstandings.

The posting below is from Cheri Baker's The Enlightened Manager. Cheryl's insights, from the Gen X/Gen Y perspective(s), are valuable.

Communicating Across Generations - Words Matter.

Posted: 16 Jun 2008 10:15 AM CDT

I've attended a fair number of these so-called "generational" talks over the last couple years. Most of these talks focus on the differences between people based upon their relative ages. Generation Xers (my group) is supposed to be fiercely independent and hard working. Generation Y (also known as the Millenials) are said to have a different notion of "work ethic" than the rest of us - focusing on outputs instead of time at the desk.

So what happens when generations collide? Misunderstandings can occur. Let me highlight a point from a recent consulting assignment.

I was working with a local medical clinic on an employee development program, and one of the issues that surfaced was that the team felt like they didn't get enough recognition. This issue kept coming up, and it frankly baffled the clinic leadership. The organization in question did spend quite a bit of effort recognizing employees, including a service award program, an annual award dinner, regular performance feedback, and a generally friendly and welcoming culture.

So there was this gulf. The clinic employees (many of them younger) who felt under appreciated, and the clinic leadership (many of them older) were confused. What did these employees expect? Daily recognition parades?

We did a group dialog exercise, and one of the things that came out of the discussion was this notion that for many of the younger workers, when they said "recognition" what they meant was that they wanted small appreciative "touches" throughout the day. Saying "please and thank you" in an appreciative way meant more than getting fancy awards. Having a boss say "thanks for your hard work today" meant more than a fancy annual dinner.

Suddenly, the clinic leadership had a little 'ahah' moment. Our workers don't want parades, they want respect. They want us to know we see what they do - and they want feedback. That may be different than what we are used to doing, but it's not a hardship.

I mentioned this story to a employee recognition expert, the talented Teresa Chambers, and she said that yes, the younger generation is looking for regular verbal approval and appreciation.

The key here was that when the employees said "we want more recognition", that the word "recognition" had a different meaning than the leaders expected.

I suspect that when it comes down to generational differences, there is a lot that can be explored simply by clarifying what each group "means" by a particular set of words. When we get to the meaning behind the language, we may be closer to bridging the gap than we ever suspected.

If you have any thoughts to add to this post - please leave a comment so everyone can enjoy it!

Methods of recognizing and motivating employees are really not that different among the generations. Frederick Herzberg  published his research on dual factors of employee motivation almost 40 years ago. He pointed out that employees derived satisfaction from the presence of motivator "touches" as Baker mentions above:

• Achievement
• Recognition
• Job Opportunity

And on a less direct-link note, employees were dissatisfied by the absence or lack of hygiene factors such as:

• Salary
• Benefits
• Working Conditions

Industrial psychologists have not denied Herzberg's accuracy. My work with employees in all 3 generational groups convinces me that motivator touches: a compliment, public congratulations, signs of personal interest (without their being probing) have recognition value to those in their 20s, 30s, 40s, 50s, and 60s (like me, next year.)

The recognition touches Cheri distinguishes are the out-of-the-ordinary (but should not be too rewards for work well done). The hygiene factors are of-the-ordinary, presumed as part of the work package. The latter are expected, the former are appreciated...across generations, I would say.

Compliments to Cheri for making me think some more about the need for clarified communications.

Photo Source: http://www.flickr.com/photos/10689546@N06/2209321754/

Comments

[Cheri]

Thanks for the mention Tim.

Cheri